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Aishwarya Marathe

@aishwaryamarathe

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Senior Support Engineer driving efficient SaaS support, process improvements, and technical team leadership.

India

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What I'm looking for

I seek a role where I can lead and improve SaaS support operations, mentor engineers, implement data-driven processes, and enhance customer outcomes.

Senior Technical Product Support Engineer with 8+ years of experience operating as the final technical escalation layer before engineering across enterprise SaaS, AI document processing pipelines, and API-driven workflows. Specializes in deep-dive root cause analysis across complex production environments spanning OCR, machine learning extraction models, payload validation, and downstream integration failures. Track record of leading technical escalation reviews, managing high-stakes customer incident communications

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Product Support

Current

Raft AI

Sep 2022 - Present (3 years 10 months)

Lead and mentor a team of 4 Tier 1 support specialists managing 80+ daily tickets across six SaaS products; implemented ticket labeling and Jira dashboards that improved workflow efficiency and visibility into key customer issues.

Team Leadership Jira Confluence HubSpot Workflow Optimization Troubleshooting Dashboarding

Technical Product Support

Raft AI

Dec 2021 - Aug 2022 (8 months)

Managed 20+ daily technical support tickets, performed detailed triage and created a custom Excel conversion solution to streamline system ingestion and reduce manual processing.

Triage Confidentiality Troubleshooting

Technical Sales Support Engineer

Kabra Extrusiontechnik Ltd

Feb 2019 - Dec 2021 (2 years 10 months)

Provided technical support to sales and customers, resolving 400+ major technical queries and serving as liaison between customers, sales, and engineering to close complex issues.

Technical Support Product Demonstrations Documentation

Engineering Trainee

Kabra Extrusiontechnik Ltd

Aug 2018 - Jan 2019 (5 months)

Assisted in product design, testing, and reliability assessments while analyzing technical data to recommend design and process improvements.

Product Testing Data Analysis Process Optimization Cross Functional Collaboration

Technical Apprentice

Kabra Extrusiontechnik Ltd

Aug 2017 - Jul 2018 (11 months)

Supported senior engineers in troubleshooting and daily operations, participated in quality control and technical documentation while following safety protocols.

Troubleshooting Quality Control Technical Documentation Equipment Operation

Education

Degrees, certifications, and relevant coursework

Savitribai Phule Pune University

Bachelor of Engineering, Electronics and Telecommunication

2012 - 2016

Completed a Bachelor of Engineering in Electronics and Telecommunication from Savitribai Phule Pune University, Nashik campus, focusing on core electronics and telecommunication principles.